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Job #: R-00011619
Location: Springfield, VA
Category: Systems Integration
Schedule (FT/PT): Full time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: Top Secret/SCI
Referral Eligibility: Eligible
Group: Intelligence

Job Description:

Service Delivery Manager End User Device Services

ESSENTIAL FUNCTIONS:
UFS End User Device Services service delivery managers oversee workers, facilitate meetings, and ensure that the UFS end user device services meet the SLAs and satisfy consumer's requirements. As team leaders, IT service delivery managers use strong communication skills to motivate and encourage workers. They also use strong interpersonal skills to build relationships with customers. - IT Metrics Achievement: achieve IT metrics and SLAs for delivered solutions and services- Service Delivery: work with the PMO to establish budget, schedule, and quality objectives for delivered solutions and services. Drives continuous improvement in solution performance, reliability, compliance, and efficiency.- Stakeholder Satisfaction: achieve high stakeholder satisfaction- Landscape Leverage: attain high leverage of technology assets & continually simplify IT landscape by reducing labor costs through automation.

Key responsibilities:
Service Management:- Responsible for delivering IT services to NGA throughout the service lifecycle within the agreed service levels. Identify service vendors, establish services and manage vendor performance.- Manage and provide visibility on the maintenance of UFS end user devices availability, reliability, maintainability, outage serviceability & continuity requirements against the cost justified service and operating/service level agreements for the service. Oversee the general health of the production environments to meet mission requirements.- Oversee implementation of, and adherence to, security standards. Ensure ongoing architectural integrity of the service throughout its lifecycle.- Ensure that all IT service Management processes, Service Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. Delivery Management. Collaborate with other service providers. Ensure the project success metrics are met.

• Develops technical solutions to complex problems which require the regular use of ingenuity and creativity.
• Applies extensive technical expertise, and has full knowledge of other related disciplines.
• Work is performed without appreciable direction. Exercises considerable latitude in determining technical objectives and approaches to assignment. Completed work is reviewed from a relatively long-term perspective, for desired results.
• Guides the successful completion of major programs and may function in a project leadership role. Erroneous decisions or recommendations would typically result in failure to achieve major organizational objectives.
• Represents the organization as the prime technical contact on contracts and projects. Interacts with senior external personnel on significant technical matters often requiring coordination between organizations.
• Conducts trade studies and makes recommendations on solutions and "make buy" decisions
• Utilizes ITIL continual process improvement to gain efficiencies and improve the customer experience

Qualified individuals will have experience in managing the IT operations and sustainment for one or more of the following areas:

• Workstation / Client Devices
• Monitors
• Voice Devices
• Printer, Scanner, Plotter and Copier Devices
• Personal IT Devices (PITD)
• Geodetic Survey Devices

Education & Experience:

• Bachelors Degree and 12 - 15 years of prior relevant experience or Masters Degree with 10 - 13 years of prior relevant experience. May possess a Doctorate in technical domain.

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 32,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com .

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here .

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to spam.leidos@leidos.com .

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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